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Talking Energy Customers

2009 Performance

Customers

Meeting our customer needs

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Support our customers to access energy and to use it efficiently by providing customer-focused products and services

Customers are at the heart of all we do

Figure of 7.9m

We supplied 7.9m customer accounts by the end of 2009. We’re consistently reviewing our approach to provide our customers with the right service and support.

Supporting our vulnerable customers

Suporting vulnerable customers

E.ON was named the supplier with the 2nd highest social spend in the Ofgem report “Monitoring suppliers’ social programmes 2008-09”, proving our commitment to tackling fuel poverty.

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“Without our customers, we are nothing.” are the words of our Chief Executive to describe the importance of our customers and why they must be at the heart of our decision-making.

Put simply, our customers can vote with their feet. If they are not happy with the products and services we provide them, if they don’t trust us, if they don’t think we listen to them, they can go elsewhere.

That’s why we continually put ourselves in our customers’ shoes, look at issues from their point of view and try and understand their concerns. We believe that’s nothing more, nothing less than a moral obligation, particularly in the face of a global recession that is affecting all of us.

Some of our customer initiatives

Caring energy Best value deals Our Customer Charter

We’ve committed to a 3-year spend of £59 million by 2011 in our social programmes.

  • We invested over £20 million in social projects from 1 April 2008 to 31 March 2009.

We want to find out what our customers really think

  • We’re engaging with customers to find out about their energy issues through our YouTube channel and Talking Energy debate.

We launched our Customer Charter at the beginning of 2009 to reinforce the levels of service our customers should expect.

  • We’ve introduced net promoter scores (NPS) where we ask customers directly for feedback to give us an accurate measure of customer satisfaction.
  • 40,000 customer feedback comments have been received to date.

We are anticipating our customers’ needs.

  • We’ve set up Ignite, to develop, test and bring to the market the next generation of energy products and services.